UK Customer Satisfaction Index 2014 for homewares is based around individual retailers and provides a highly detailed, data-rich overview of a retailer's customers, drawing on a nationwide survey of 6,000 shoppers each year.

Key Findings

Includes ratings for price, range, quality, service, convenience, ambience, layout and facilities. Use these to understand strengths and weaknesses

Identifies the biggest CSI winners and losers in clothing this year, highlighting those that pose the greatest threat to your business

Measure and rank your performance in customer satisfaction in the sector and assess how this has changed using six years of history (2009-2014)

Synopsis

John Lewis has retained topspot in homewares, despite a two point fall in its overall score. It remained the leader for service and added the award for the highest score on quality. It has added a wider variety of price points to its offer that has increased its appeal, with ranges like House helping increase its scores for range and price.

Amazon claimed second place overall as a new entrant into homewares CSI. While the pureplay claimed topspot in three different categories its rise goes against the trend of shoppers wanting to see the products before purchasing. Amazon can become a major player in the homewares market as it has a wider range and lower prices than many of its rivals

Market leader Dunelm has fallen one place to third in the overall homewares CSI rankings. Further store openings and improvements to its web platform helped improve its scores for range and convenience; however, this could not offset a fall in scores for ambience and layout. Improving store environments must now be a focus for the retailer.

Reasons To Buy

What are your competitors' strengths and weaknesses and how can you exploit them by adapting your own strategies?

What is driving satisfaction for different retailers in homewares? Which retailers have improved the most?

How are drivers of satisfaction changing in terms of importance in the consumers' eyes? What impact is the economy having on drivers of satisfaction?

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